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FAQ

MY ORDER

I have been unable to place my order on your website, can I order over the phone?

Of course! We do recommend that all personalised products are ordered on the website, however, we understand that these things aren’t always as easy as they look. If you are at the end of your tether or would like some advice regarding your chosen product, please do call or email the team at Merci Maman where we will do all we can to help. We can be contacted on 020 7731 1377 or at [email protected].

The engraving on my jewellery looks different to my friend/family members jewellery. Why is that?

Each item is individually created in the Merci Maman workshop. The beauty of our jewellery is that the personalisation is engraved by hand rather than a machine and there are sometimes subtle differences between individual hand-engraving styles. Although we try to match the styles as closely as possible, any irregularities should be appreciated as part of a unique design.

My engraving will not fit in the space provided on the product page. What can I do?

Our experienced engravers recommend the maximum number of characters per charm. If your preferred engraving is more than what is recommended, please note it in the comments box at the bottom of the product page and we will contact you if we have any queries. If you have further questions regarding the length of your engraving please contact us on 020 7731 1377 or at [email protected].

Will my chosen engraving be on one or two sides of the charm?

All our charms can be engraved on both sides. Please enter the engraving in the two boxes provided on each product page. Where there is only one box, please enter your engraving as per the example, ie. “Amelia / 12.05.11” (where the forward slash indicates the difference between the front and reverse engraving). If no different engraving is entered for the reverse side, we will automatically engrave the same on both sides, unless we are instructed otherwise.

How can I make a payment?

Within our secure checkout we accept Visa, Mastercard, American Express as well as payment via Paypal. If you are uncomfortable making a payment on our website, we have an option “Please call me for payment” at Step 4 of our checkout.

RETURNS & REFUNDS

Unfortunately, once an item has been personalised we are unable to accept it for refund unless the product is faulty. Please refer to our full Terms and Conditions for more information.

DELIVERY

How long will it take for me to receive my order?

We work hard to ensure that all orders are created and ready to be dispatched on time. Once an order has been dispatched you will receive a confirmation shipping email.

If you order before 1pm, your item will be dispatched the same working day via Royal Mail and should arrive safely with you within 2-3 working days. Please note that during busy periods, this may be slightly longer.

If you need it in a hurry, we offer a Next Day service at an additional cost.

Please note that orders outside of the UK will take slightly longer to reach you. More information can be found on our Delivery page.

Can you dispatch outside the UK?

Absolutely! We are able to dispatch worldwide! Simply select your country of delivery during checkout. If you cannot find it in the list, please email[email protected] for help.

My order has been dispatched but has not yet arrived. What shall I do?

In the UK. your order will be sent to you First Class with Royal Mail. If you are within the mainland UK your order should be with you within 2-3 working days from the time of dispatch. If you haven’t received your order after 5 workings days please call us on 020 7731 1377 or email [email protected] so we can find a solution for you.

If your order is being delivered abroad, it may take up to 5-15 working days to reach you depending on the destination. If it does not arrive in this timeframe please contact us.

Orders shipped outside the European Union may be liable to taxes, duties, customs charges and extra fees. Payment will need to be made by the recipient and we cannot be held responsible for any charge once the package has been shipped from our London studio. Please note the customs process might incur additional delays.

Will my parcel be able to fit through my letter box?

Yes. We have designed our envelopes and jewellery boxes to fit through most regular sized letterboxes.

Can my order be sent to a different address?

No problem! Many of our products are bought as gifts so we have made it easy for you to send it directly to the recipient. Simply enter the desired delivery address at our checkout and we will do the rest!

OUR JEWELLERY

What materials do you use?

We use the highest quality 925 sterling silver for all of our silver jewellery. Our gold and rose gold designs are created in brass and plated with18K gold. Our braids are made from a colourfast polyester.

All of our gemstone products use natural gemstone and therefore any slight variations within the gemstone should be appreciated as part of its natural character.

Can I buy a charm or chain on its own?

Absolutely! It’s easy to get creative with your own designs in ourMix & Match section where you can find individual charms, gemstones, birthstones, braids and chains ready for you to wear. Alternatively, if you’d like to order re-string of a braid then our Restring Service page is the place to give you most-loved bracelet a lease of life!

My jewellery has begun to tarnish, what can I do?

Unfortunately, jewellery can be affected by everyday elements such as exposure to water, heat, chlorine and chemicals found in beauty products/perfumes. Sterling silver products will naturally begin to tarnish over time as a result of exposure to oxygen. Please visit our Care & Cleaning page to find out more about how to best care for your Merci Maman jewellery.

Where is the hallmark on my jewellery?

All of our silver charms are made of high-quality 925 sterling silver. Our gold and rose gold designs are made from brass plated with 18K gold or 18K rose gold. These are hallmarked with recognition of the quality plating. Several of our products are hallmarked on the reverse of the charm itself but on some of our items it may be located on the loop of the charm. On chains, the hallmark can be found on the ring next to the clasp.

How do I know what size to buy?

Our jewellery comes in standard sizes. All sizing information can be found on the product page. Necklace: Our chains come in standard 45cm, 60cm and 80cm lengths. An image of each chain length whilst won can be found on each necklace product page.

Chain Bracelets: Our chain bracelets come in a standard 17/18cm length and are adjustable to 14/16cmBraid bracelets: The size of our braid bracelets can be adjusted using the sliding knots. If you have a special sizing request please get in touch.

Rings: Our rings come in standard UK/US/EU sizes. You can see our ring size guide and request a free ring sizer from the product page.

GIFTS

Can I buy a gift voucher?

Unable to choose from our lovely collection? Don’t worry, we offer a gift voucher service which makes gifting a piece of cake! Choose the desired amount (£30 minimum) and we’ll send the voucher to your chosen address. You can find our gift vouchers here!

Do you provide gift wrapping and cards?

All of our products arrive in our signature orange gift boxes for a truly luxurious experience. Add a gift card to your order on each product page or at the checkout and we will hand-write your personal message inside.

CONTACT

If you have any further questions then please do not hesitate to contact us! We are happy to help with any enquiry, big or small! You can reach us by phone on 020 7731 1377 or at [email protected].

Can’t find what you’re looking for? You can always give us a call (Weekdays from 9am - 5:30pm) or send us an email ([email protected]) and Emma S or Emma W will be happy to help.

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